Bench Technician

KELLEY CREATE•Medford, OR

3d•Hybrid

About The Position

The IT Bench & Field Technician is a hybrid role combining responsibilities of both in-office hardware support and onsite client service. This position is critical to the success of IT operations, supporting hardware lifecycle management, client deployments, and onsite troubleshooting. The technician will work closely with engineering, help desk, and service delivery teams to ensure timely and professional resolution of technical issues. This role also contributes to process improvement, documentation, and training of junior staff

Requirements

Ability and desire to provide exceptional customer service
Ability to act with a sense of urgency while paying attention to detail
Ability to multi-task effectively and thrive in a fast-paced environment
Ability to communicate in a positive, effective, and efficient manner
Ability to work independently and as part of a team
Ability to prepare, organize and present information to groups of people
Ability to work afterhours at times and participate with on-call shifts
Basic technical skillset in Windows operating systems: Windows (XP,7,8,10) Window Server (SBS,2008 R2,2012,2016,2019 etc.)
Proficient with Microsoft Office Applications
Desire to continuously improve processes to improve efficiency and service delivery
Minimum of one (1) year experience providing exceptional customer service
Technical support experience (call-center, internships, education, etc)
Basic skills/experience with o365, windows desktop functionality and administration
Possesses valid driver’s license and proof of insurance, acceptable driving record.

Nice To Haves

One or more of the following industry certifications: A+, Net+, Sec+, Microsoft Endpoint Administrator Associate, etc. are preferred though equivalent experience can be substituted.

Responsibilities

Hardware Lifecycle Support
Build, image, and configure hardware for deployment
Performs system imaging, reformats, and restores to baseline standards
Install client-specific software and backup/restore data as needed
Troubleshooting & Repair
Diagnose and repair IT infrastructure i.e. desktops, laptops, servers, and firewalls etc.
Process RMAs and maintain communication with clients throughout resolution and vendor support as needed.
Onsite Field Support
Travel to client sites for hardware installation, troubleshooting, and support
Provide hands-on assistance for network and peripheral setup
Pre-Sales & Engineering Collaboration
Support Pre-Sales Engineering (PSE) with technical recommendations and system analysis
Engage with engineering teams to formalize communication and delivery processes
Process & Documentation
Follow established build sheets, SOWs, and support requests
Contribute to documentation and standardization of technical workflows
Team Development & Training
Assist in onboarding and mentoring junior technicians
Share knowledge and best practices to elevate team performance
Continuously develop technical and professional skills by learning from experiences, studying, and completing training courses
Other duties as assigned